Ticket Notification
Last updated
Last updated
Agents can receive a series of notifications when using Livechat and 3Dolphins Service SRM. The notifications let them know what is currently happening with their chats and visitors. Notifications act as a reminder to the Agent or Supervisor to not keep customers waiting. On the 3Dolphins system, ticket notifications are generally categorized into nine (9) different types, i.e:
Every time a customer sends a message to 3Dolphins Service SRM Channel, the agent will get a new ticket notification. This notification is to hold incoming tickets so as not to interfere with the ticket being handled.
You will get an event notification update whenever a ticket is moved or when you send a file. For example, when a supervisor transfers or takes over a ticket that is handled by an agent, the agent will get an event notification update. The purpose of this feature is to let the Agent or Supervisor notice all the ticket changes.
Every time a customer sends you a message reply. You will get a new notification message below the message bubble so, that the agent will know when the message has been replied by the customer.
You will see this notification if the customer you are handling is still connected to the live chat application. If not, this notification will disappear and indicate that your customer is offline first.
SLA ticket notification is a nice feature allowing you to notice that you have a new ticket in the Inbox tab that hasn’t been replied to yet. This notification will appear according to the SLA ticket duration set.
Blinking notification is a nice feature allowing you to notice that you have a new ticket that has been open and must be replied. This notification will appear according to the SLA ticket duration set and this blinking notification will disappear if the agent has replied to the ticket.
This notification only appears when using SLA Type 'Statis' on the Rule Management.
Warning notification will appear if an agent or supervisor replies message of the customer however the 3Dolphins live chat session on the customer side has ended. When the Agent or Supervisor sends a reply message, an error notification pop-up and a warning notification icon appears on the left side of the reply button such as the image below.
The customer has entered your chat queue. A queue notification will appear if there is no Agent available on 3Dolphins Service SRM or the Agent is handling another ticket. The queue will be displayed at the very bottom of the chatbox and the number of queues is refreshed every 30 seconds.
To view incoming ticket of live chat that is currently active (being handled or not yet handled by an Agent). If there is an active ticket, the icon will change colour to red ().
